How to Handle Negative Feedback Online

As a business owner, negative feedback can feel like a personal attack. When someone dislikes something you spend your time working on, it isn’t easy. However, bad internet and business etiquette can only cause more damage, which is why it is so important to understand how to handle negative feedback online, whether it be a review or an email. If you’ve recently received some less than perfect feedback from a customer and are unsure of where to go, here is a guide from approaching a customer’s negative feelings in a polite, professional way.

Acknowledge the Customer’s Feelings

Whether you agree with the customer’s complaint or not, it’s important that you acknowledge that they were unhappy with their service. As a business owner, it’s important that you can empathize with an unhappy customer by allowing them to vent their feelings and by apologizing for the fact they were unsatisfied with your business.

Don’t Ignore the Issues

Ignoring negative feedback is one of the worst things you can do, right along with getting into an internet battle. Not only does ignoring an issue make that particular customer feel as if their concerns aren’t being heard, but other customers who viewing your reviews will notice that you failed to solve a problem. This can cause potential customers to question your business’ legitimacy and code of conduct, which can harm your business.

Maintain a Professional but Authentic Attitude

For a customer, the only thing worse than receiving unpleasant service is feeling as if your issue is not being taken seriously by a human. When replying to negative feedback, it’s important to remain professional while still coming off as genuine. Your customers should always feel as if they are talking to a real person who is concerned about their satisfaction, not a robot that is giving programmed, generic feedback. A personal experience helps your customers to feel as if their issues are important while also helping establish a positive, magnanimous brand for your business.

Leave Your Contact Information

This is a part of business etiquette you should practice in every situation, but especially one where negative feedback is involved. When responding to a negative comment or review, leave a sincere apology as well as your contact information so that the customer can reach out with details or other concerns.

Use Negative Feedback as a Learning Experience to Help Your Business Grow

Out of everything you can do when it comes to handling negative feedback, the most important thing you need to do is grow. Once you have addressed a concern, you shouldn’t just ignore it. For instance, if you own a restaurant and someone complains about dirty silverware, you wouldn’t ignore it; you would implement better cleaning techniques. This is true for all businesses. If a problem arises, address it and handle it however you can so it doesn’t happen again. This not only shows that you truly care about your customers’ satisfaction, but that you run a professional establishment that is constantly growing to meet the demand.



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